Poor flying experience with QF, even worse customer service!

[fezel]

Apologies for the long post!

This is a summary of my experiences on a recent QF flight and QF hotel stay.

1/2:
My entertainment unit wasn't functions properly at the beginning of the flight. I would press select and the lights would turn on, and if I tried to change to turn the lights off CSM would be called!

I mentioned this to a QF host who said that he would reset my console, but he also had to reset Ms Fezel's console. He said not to try and use the EU till it had finished loading up (est 10 mins). After about 15 mins the system powered up, but was still not functional. The same CSM came back said that he would reset the consoles again and that this time I shouldn't touch the remote (even tho I hadn't the previous time). After another 30 mins of back and forth (about 2 hours into the flight) he said that I would be able to move seats, but that there weren't two together for me and Ms Fezel. On further inspection, there actually weren't any other Y seats available, and so we were given no option but to remain in our seat with a faulty system. Also worth mentioning, the remote unit wouldn't sit in its docking area properly so kept falling out during the flight and turning on the tv while I was trying to sleep. Furthermore, the tray table wasn't able to be extended properly so was always at a crooked angle which made it difficult to eat.

I lodged a complaing with QF customer support via email and was given compensation of 3000 FF points. I told them that I didn't think that this was adequate as it equated to about 8% of the CA FF cost of the one way flight, and they said there was nothing more they could do. Not too impressed.

2/2
The hotel that I booked in HK (through QF hotels) didn't have the pool and outdoor rec facilities that the QF website said they had. After three weeks of bizarre interactions with 'Hooroo', where I was promised multiple callbacks that never happened and they took two weeks longer to assess my claim than I was originally told, I was offered a 10% refund. Again, I wouldn't have booked online with QF and I would have booked a different cheaper hotel if I had known that the hotel wouldn't have the amenities listed and the customer service would be so poor.

I guess I am just venting, but am very unimpressed with these interactions. I am only a PS at the moment, but will easily hit Gold and possibly even WP this year and cough like this makes me consider looking at switing flights to VA.

 

[nlagalle]

Apologies for the long post!

This is a summary of my experiences on a recent QF flight and QF hotel stay.

1/2:
My entertainment unit wasn't functions properly at the beginning of the flight. I would press select and the lights would turn on, and if I tried to change to turn the lights off CSM would be called!

I mentioned this to a QF host who said that he would reset my console, but he also had to reset Ms Fezel's console. He said not to try and use the EU till it had finished loading up (est 10 mins). After about 15 mins the system powered up, but was still not functional. The same CSM came back said that he would reset the consoles again and that this time I shouldn't touch the remote (even tho I hadn't the previous time). After another 30 mins of back and forth (about 2 hours into the flight) he said that I would be able to move seats, but that there weren't two together for me and Ms Fezel. On further inspection, there actually weren't any other Y seats available, and so we were given no option but to remain in our seat with a faulty system. Also worth mentioning, the remote unit wouldn't sit in its docking area properly so kept falling out during the flight and turning on the tv while I was trying to sleep. Furthermore, the tray table wasn't able to be extended properly so was always at a crooked angle which made it difficult to eat.

I lodged a complaing with QF customer support via email and was given compensation of 3000 FF points. I told them that I didn't think that this was adequate as it equated to about 8% of the CA FF cost of the one way flight, and they said there was nothing more they could do. Not too impressed.

2/2
The hotel that I booked in HK (through QF hotels) didn't have the pool and outdoor rec facilities that the QF website said they had. After three weeks of bizarre interactions with 'Hooroo', where I was promised multiple callbacks that never happened and they took two weeks longer to assess my claim than I was originally told, I was offered a 10% refund. Again, I wouldn't have booked online with QF and I would have booked a different cheaper hotel if I had known that the hotel wouldn't have the amenities listed and the customer service would be so poor.

I guess I am just venting, but am very unimpressed with these interactions. I am only a PS at the moment, but will easily hit Gold and possibly even WP this year and cough like this makes me consider looking at switing flights to VA.

3000 points is pretty poor imo.. I received more when mine wasn't working properly on a flight from SIN.

Hotels one is a bit harder as QF would simply suck the info from the provider. They wouldn't know if a pool was missing or not...

 

[under the radar]

please name the hotel so I can look it up to see if the hotels website mentions these facilities

 

[fezel]

The hotel's website mentions the facilities as they are now back online, apparently there was a 1 year period where they were closed for renovations.

It was the Hotel Royal Plaza Hong Kong. (FYI the hotel was very good aside from the pool issue, which wasn't their fault IMO)

 

[DaveB]

QF82's on demand system wasn't working Monday with the system patched up to enable 3 films to be shown simultaneously 30 minutes into the flight. Two available music channels sufficed for the rest of the trip. Haven't lodged a complaint and no compensation was mentioned.

 

[under the radar]

The hotel's website mentions the facilities as they are now back online, apparently there was a 1 year period where they were closed for renovations.

It was the Hotel Royal Plaza Hong Kong. (FYI the hotel was very good aside from the pool issue, which wasn't their fault IMO)

so??? all the stuff going on at the hotel has become QFs problem because the hotel didn't inform QF of its renos?? sorry im just trying to get my head around this

 

[Red Roo]

I guess I am just venting, but am very unimpressed with these interactions. I am only a PS at the moment, but will easily hit Gold and possibly even WP this year and cough like this makes me consider looking at switing flights to VA.

We can never compensate for such experiences, however I fully appreciate your disappointment regarding the issues raised and subsequent handling of your feedback to Customer Care and Hooroo.

While I understand that you remain unhappy with the outcome, please be assured that your comments (including reconsideration of future travel with Qantas) have been passed on to management as reference.

Sorry I can't be of more help this time.

 

[fezel]

so??? all the stuff going on at the hotel has become QFs problem because the hotel didn't inform QF of its renos?? sorry im just trying to get my head around this

The contract was between QF and me. Just like if I purchase an apple computer from JB. Anyway, I am not saying it is entirely QFs fault but they should still investigate it adequately. Furthermore, after I alerted QF to the error on their website they still didn't change it for the remaining 4 weeks of renos. Re: the hotel. I was more annoyed with the customer service than anything else.

 

[Katy]

I wonder if you got the same Customer Experience Executive I ended up with the misfortune of having; >6 weeks and multiple follow ups before I got the courtesy of a response and even when that finally did come two of the three points I raised very clearly weren't even addressed. Frankly I think the front line phone staff are better.

 

[fezel]

Thanks for the response.

 

[fezel]

On the one occasion that I did speak to phone staff they were very helpful. And damn, that just isn't good enough!

 

[maninblack]

I think we expect too much of Qantas. Gone are the days when they stood out. Today they are very much just another airline and service and customer care is comensurate with with middle rung carriers. My niece just returned from the USA flying Y and said the QF cabin crew had reached new levels of grumpy and surly. Her description made me think of the old CO crews in the 80's. At least on VA, NZ and SQ the crews are friendly, of course YMMV.

 

[under the radar]

lol...and now anyone that has ever had a glitch with anything.. enter into the argument...not being specific to the OP topic...does this happen on other businesses forums/websites/social media?? oh wait.....it does!! lol..

 

[onemore]

My attempts to book a hotel on the qantas website this morning was unsuccessful, "the website is experiencing difficulties".
Maybe just as well.

 

[opusman]

Yes it sucks if the IFE doesn't work, but that's what God* created iPads for.

Qantas can't really be held responsible for the situation at the hotel - and you would have been in the same situation if you'd booked the hotel through any other travel agent (and probably also if you'd booked it directly).

I think the compensation offered was quite reasonable.


---
* Steve Jobs

 

[suze2000]

There was a problem with the IFE on my last QF flight. Thankfully I had my trusty iPad with me, even though I prefer to use IFE because it's not on my tray table then, it wasn't a big deal. Though if it was a long flight, I'd be pretty bummed.

Is this a systemic problem with QF? I keep seeing this complaint.

 

[BAM1748]

As someone else point out, we hold QF to a very high standard indeed.

If the IFE isn't working well it can't really be fixed easily once in the air, just one of those things we have to live with.

Many moons ago on a UA transpacific flight audio stopped working on about 10 rows. some people were getting very frustrated but what exactly did thye expect the cabin staff to do, stop the meal service to climb downstairs and search for a loose wire? :shock: UA did offer a $300 voucher for those affected but I didn't bother to request one.

I'm always pleased an airline gets me to my destination safe and with my luggage. If the IFE isn't working well I'll just have to read something like people used to do all the time.

Matt

 

[MEL_Traveller]

You might want to check the hotel situation with your local consumer affairs branch. They will be able to assist you with the correct party to resolve your complaint, and to recommend the appropriate level of compensation.

Consumer affairs is there to help you free of charge and you can do it all by phone.

 

[ric_melb]

When flying its common for something to be not quite what you expected. Just look at the people being delayed by the snow in Northern America, as an example.
Its unfortunate that you had two bad experiences on this trip. However if IFE doesn't work and cant be rebooted we have to live with it. That's what books and iPads are for. Regarding the hotel I think this is a case of information not being updated because of renovations. Unfortunate but it happened, and I doubt they could reopen the pool for you!
I think refunds of some 10% of what you paid in each case are sufficient, plus Red Roo has passed the matter along the correct channels at Qantas.
Life is too short, move on now.

 

[MEL_Traveller]

When flying its common for something to be not quite what you expected. Just look at the people being delayed by the snow in Northern America, as an example.
Its unfortunate that you had two bad experiences on this trip. However if IFE doesn't work and cant be rebooted we have to live with it. That's what books and iPads are for. Regarding the hotel I think this is a case of information not being updated because of renovations. Unfortunate but it happened, and I doubt they could reopen the pool for you!
I think refunds of some 10% of what you paid in each case are sufficient, plus Red Roo has passed the matter along the correct channels at Qantas.
Life is too short, move on now.

this needs to be followed up to see where the liability lies. Consumer affairs will help with that. If you booked a hotel specifically because you wanted a pool, then you have suffered some loss of enjoyment. It is only right that any compensation due is claimed if it is an avenue. Otherwise the next person and the next person after that will get caught out in the same way.

As for IFE... I don't use an ipad for movies. I don't expect to either on the plane. If it is an advertised service then it is either provided, or compensated for. I thought airlines used to give like $50 in-flight duty free or something? At least then you get to leave the flight with 'something'